Team Leader

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

📣 Marketing

🏥 Healthcare

Logistics • Marketing • Healthcare

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 Description

• Oversee day-to-day operations of assigned customer programs during a designated shift • Manage Customer Service Representatives to achieve or exceed goals and KPIs through coaching and mentoring • Ensure CSRs receive training on product and system updates • Conduct business reviews and performance management activities • Complete daily and weekly coaching sessions • Provide floor support as a subject matter expert on policies and procedures • Handle escalated calls and customer-impacting issues • Assist with queue management • Support preparation of business reports, KPI performance reports, scorecards, and case analyses • Administer assessments and monitor team metrics and quality standards • Attend internal and external calibration sessions and client meetings • Perform administrative and related tasks • Liaise between management/HR and CSRs regarding benefits, grievances, and HR issues • Organize team-building activities and design performance-based incentive programs • Ensure CSR compliance with the Employee Handbook and applicable policies

🎯 Requirements

• Near-native English fluency with excellent communication skills • College degree or equivalent work experience • Previous call center supervisory experience • Experience resolving escalated, customer-impacting issues • Strong business acumen focused on operational excellence • Dynamic leadership skills • Strong problem-solving, judgment, and decision-making abilities • Analytical troubleshooting and problem-resolution skills • Ability to present information to internal and external stakeholders • Experience delivering coaching and feedback • Ability to support related projects • Ability to work in a high-pressure environment while maintaining a positive demeanor • Strong organizational and time management skills • Intermediate to advanced proficiency in Google Drive and Microsoft Office applications • Ability to read, write, speak, and understand English in a business environment • Bilingual skills may be required for some roles • Flexibility to work varying shifts, including weekends, overnights, holidays, or extra shifts

🏖️ Benefits

• Work-from-home arrangement • Positive, encouraging, and performance-driven culture • Opportunities to build rewarding, long-term careers • Tremendous opportunities for growth • Established organization with remote-team support processes • Team-building activities • Performance-based incentive programs